The Focus Awards Level 2 Certificate in Customer Service (RQF) is a key qualification for individuals looking to enhance their ability to deliver excellent customer service. This accredited qualification is designed to provide learners with the knowledge and practical skills required to succeed in customer-facing roles across a variety of industries. Whether you’re new to the customer service sector or looking to formalize your existing experience, this qualification offers a comprehensive foundation to advance your career.
The Focus Awards Level 2 Certificate in Customer Service (RQF) is nationally recognized and regulated under the Regulated Qualifications Framework (RQF). It is specifically tailored for those who are working or aspiring to work in customer service positions. The qualification covers key aspects such as understanding customer needs, effective communication, problem-solving, and conflict resolution. By completing this course, learners demonstrate their commitment to providing high-quality service, a quality highly valued by employers across various industries.
This qualification is ideal for individuals starting their careers in customer service or those with some prior experience who wish to formalize their skills. It is particularly beneficial for roles such as customer service assistants, call center operators, retail staff, receptionists, and professionals in sectors like hospitality and healthcare, where customer satisfaction is paramount.
To earn the qualification, learners must complete a series of assessments that test both their theoretical knowledge and practical application of customer service principles. The course typically includes multiple units that combine theoretical learning with practical components. Upon successful completion, learners are awarded the Level 2 Certificate in Customer Service (RQF).
The Focus Awards Level 2 Certificate in Customer Service (RQF) is an excellent choice for anyone looking to establish a solid foundation in customer service. Whether you’re just beginning your career or looking to improve your skills, this qualification equips you with the tools to excel in customer-facing roles. By investing in this certification, you demonstrate your commitment to exceptional service and enhancing customer satisfaction, essential drivers of success in any business.
The Focus Awards Level 2 Certificate in Customer Service (RQF) is an accredited qualification designed to enhance the skills and knowledge necessary for effective customer service in a variety of industries. This qualification equips learners with a deep understanding of key customer service principles, such as managing customer expectations, resolving complaints, and delivering exceptional service. It is ideal for individuals looking to enter or progress within the customer service sector, helping them develop the practical skills needed to excel in customer-facing roles.
Structured to meet the needs of individuals in diverse customer service environments—including retail, hospitality, healthcare, and more—this qualification ensures learners develop essential competencies such as communication, problem-solving, and teamwork. These skills are fundamental for building strong customer relationships and driving customer satisfaction. The qualification is designed to be flexible, offering both classroom-based and online learning options to accommodate a wide range of learners.
Upon completing the Focus Awards Level 2 Certificate in Customer Service (RQF), learners will be able to demonstrate their capability to meet and exceed customer expectations—skills highly sought after by employers. This qualification not only enhances employability but also provides a solid foundation for career advancement in customer service and related fields. Whether you are just starting in customer service or looking to formalize your experience, this qualification offers a credible pathway to professional growth and success in the industry.
The Focus Awards Level 2 Certificate in Customer Service (RQF) qualification, learners must complete 2 mandatory units achieving a total of 13 credits.
Mandatory Units
| Unit Title | Credits | TQT | GLH |
| Supporting the customer service environment | 7 | 73 | 65 |
| Delivery of effective customer service | 6 | 57 | 55 |
The Focus Awards Level 2 Certificate in Customer Service (RQF) is designed for individuals who are either new to customer service roles or those looking to formalize and enhance their existing skills in the field. It is suitable for:
- Individuals Starting a Career in Customer Service: Those looking to gain foundational knowledge and skills to enter customer-facing roles in industries like retail, hospitality, healthcare, and more.
- Current Customer Service Professionals: Individuals already working in customer service who wish to formalize their experience and improve their skills, making them more effective in their roles.
- Career Changers: Those considering a shift into customer service roles who need a recognized qualification to demonstrate their abilities.
- Employers and Organizations: Companies looking to train their customer service teams, ensuring employees possess the skills needed to enhance customer satisfaction and support business growth.
This qualification is ideal for anyone aiming to deliver excellent customer service and further their career in customer service-focused roles.
The Focus Awards Level 1 Certificate in Customer Service (RQF) equips learners with essential skills for delivering exceptional customer service. Upon completion of the course, learners will be able to:
- Understand the Principles of Customer Service: Demonstrate knowledge of the core concepts and importance of customer service in different industries, including customer expectations and service standards.
- Develop Effective Communication Skills: Apply effective verbal and written communication techniques to engage with customers, ensuring clarity and professionalism in all interactions.
- Handle Customer Complaints and Problems: Identify strategies for resolving customer issues and complaints, ensuring a positive outcome and maintaining customer satisfaction.
- Understand the Importance of Professionalism and Teamwork: Recognize the significance of maintaining a professional demeanor and collaborating with colleagues to enhance customer service delivery.
- Support Customers in Various Contexts: Show an understanding of how to work with customers from diverse backgrounds and adapt service techniques to meet their needs, ensuring a positive experience.
These outcomes ensure that learners are well-prepared to perform in a customer service role, with a strong foundation in communication, problem-solving, and customer satisfaction.
